Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to every paid plan of Requify provided by Array Dynamic FZE LLC. It forms part of our Terms of Service. The Free plan has no availability commitment.

2. Availability commitment

99.5% monthly availability

That allows about 3 hours 39 minutes of downtime in a 30-day month.

Monthly availability = (minutes in the calendar month − minutes of downtime) ÷ minutes in the calendar month, as measured by our monitoring.

Downtime is time during which signed-in users of your organization cannot open or save their documents because of a fault on our side.

3. What does not count as downtime

Planned maintenance announced at least 48 hours in advance by email or in the Service.
Urgent security fixes that cannot wait; we keep them as short as possible.
AI features being unavailable because an AI provider is down, while documents can still be opened and saved.
Problems with your own internet connection, network, devices or browser.
Features marked as beta or preview.
Use of the Service against the Terms of Service, or a suspension under them.
Events beyond our reasonable control, such as natural disasters, war, or large-scale outages of internet infrastructure.

4. Service credits

If we miss the commitment in a calendar month, you receive a credit on the fee for that month:

Monthly availability	Service credit
99.0% to under 99.5%	10% of the monthly fee
Under 99.0%	25% of the monthly fee

For yearly plans, the monthly fee is one twelfth of the yearly fee.
Credits are deducted from your next invoices; they are not paid out in cash.
Credits for one month are at most 25% of that month's fee.

5. How to claim a credit

Email info@requify.tech within 30 days after the end of the affected month, with your organization's name and the dates and times when you could not work. We check the claim against our monitoring and reply with the result.

6. Remedies

For business customers, service credits are the only compensation for missing the availability commitment. Consumers keep all statutory rights. Liability for intent and gross negligence under the Terms of Service is not affected.

7. Changes

We may update this SLA with 30 days' notice. We will not lower the availability commitment for a billing period you have already paid for.